Tomasz Czerwiec

Manage Citrix XenApp (over 5000 concurrent sessions), XenDesktop, XenServer, Citrix PVS
Solving High Priority calls (24/7)
Running knowledge capture from other 3rd parties to Fujitsu
Investigate problems and implement improvements
Raising tickets with vendor support
Raising, assess and implement changes
Image management – develop, test and deploy
Capacity management
Built, configure and administer test environment for RIM department in Fujitsu

Knowledge capture to 2nd line desk during transition from T-Systems to Fujitsu (2nd line team)
Knowledge capture from 3rd line team to VDI Management team
Monitoring of Agent’s and Desk Performance to Actively meet all SLA and OLA agreements
Creating and Improving Procedures, Processes
Running scheduled reports and create reports on-demand
Resolving High Priority incidents
Problem investigating
Implementing Changes (assess risks)
Capacity Management (received Fujitsu silver award)

Help Desk Customer Contact Handling (answering customers IT related queries, logging of calls taken and provision of 1st and 2nd level technical support, ensuring that all customer queries are dealt with in a professional manner)
To liaise with other Support Analysts, other technical teams and 3rd Parties
Network and e-mail accounts administration
Providing Helpdesk/Web support through email tickets and telephone to customers
Ownership and management of all calls taken, including responsibility for the resolution, escalation and final call close
To advise all company staff on the effective use of IT facilities to meet their business needs.
To maximize the reliability, availability and serviceability of IT resources and respond appropriately to meet business needs and in accordance with agreed service levels.
To administer all aspects of the regional IT infrastructure including communications, office equipment, PCs, peripherals, software, networks and servers.

Provided technical support by phone and in person to correct software and hardware problems (1st and 2nd line)
Repair computer systems on site
Upgrading existing hardware and software
Responsible for loading new software and systems on existing equipment
Monitors system performance and capacity. Forecasts system demands, recommends upgrades, expansion and reconfiguration
Assisting manager with all management duties
Collecting feedback from customers
Aptitude for software navigation and troubleshooting
Provide After hours and Normal business hours support and guidance to peers and users as needed.
Provide on call after hours and weekend support.